Customers Like Upgrades to IP Bleached Board Biz

MEMPHIS, TN, USA—International Paper says "a major effort" by IP's bleached board business to improve customer service is paying off. According to the company's latest customer satisfaction tracking survey, the effort, which includes enhancements to the IP web site, "shows that customers recognize and appreciate the efforts."

Says Steven Leith, global marketing manager for the bleached board business, "Two years ago, our ongoing tracking research showed there was an opportunity to improve customer service and utilize it as a competitive advantage." IP adds, as a result of that survey, the business implemented programs to improve order accuracy, responsiveness to customers, and availablility of customer service representatives.

"In our most recent [survey], customers said accurate order entry was most important to them and IP's ratings jumped 18 percent," explains Leith. "Quick response was next, and IP ratings were up 10 percent. In keeping customers informed about the status of orders, our ratings jumped more than 35 percent," adding that this year, the business will be providing more enhancements to the site.

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